For your club · Member retention
How member retention works in Go Grow Connect
See changes in attendance, bookings, memberships and payments, then assign the right member of staff to follow up.
See the warning signs before a cancellation.
Connect shows changes in a member’s behaviour while there is still time for somebody at the club to speak to them.
A report showing who cancelled last month is useful for reporting, but it cannot help the person who has already left.
Connect creates retention cases when attendance drops or stops, a recent booker has nothing upcoming, cancellations or no-shows repeat, a payment needs recovering, or a membership is close to ending.
Every case shows why the member appeared. There is no unexplained churn score. Staff check the member’s history and decide whether a follow-up is needed.
What creates a retention case.
The reason is shown on the case, so staff know what changed.
- 1
Attendance changed
Connect can flag when recorded attendance stops or drops sharply against the member’s earlier activity.
- 2
Bookings changed
A recent booker with nothing upcoming, or somebody repeatedly cancelling or missing sessions, can be flagged.
- 3
A payment needs recovering
Payment recovery appears alongside attendance and membership details, so staff can see the whole member record.
- 4
A membership is ending
Cancellation requests and memberships close to their end date give the team a clear time to check in.
Assign the follow-up to someone.
A case needs an owner, a follow-up date and a record of what happened.
Cases are grouped by urgency and follow-up status. Staff can see what needs attention, what is overdue and what has not been assigned.
Open a case to see the reasons and member history, assign an owner, add notes, set a follow-up date and record what happened. Coaches, front-of-house staff and managers can all see the same history.
Connect keeps the work organised. Your team still decides whether to call, message or wait until the member next comes in.
Give staff the context before they message.
Somebody whose routine has changed needs a different conversation from somebody with a failed payment.
A useful message starts with what actually happened. Staff can see whether attendance changed, a booking was cancelled, a payment failed or a membership is ending.
Connect keeps those details next to the follow-up, so the person contacting the member does not have to piece the story together from several screens.
The software keeps the record. The club keeps the conversation personal.
What staff do with a retention case.
- 01
A change is detected
Connect creates a case and shows the attendance, booking, payment or membership reason behind it.
- 02
Staff check the member
The person reviewing it sees the member’s recent history before deciding whether to act.
- 03
Somebody owns the follow-up
Assign the case, add notes and set a date so it does not disappear between shifts.
- 04
The outcome is recorded
Record what happened so the next member of staff has the full history.
Retention questions.
Does Connect predict exactly who will cancel?
No. Connect shows specific changes that may need attention. Your team checks the member’s history and decides what those changes mean.
Which changes can create a retention case?
Participation stopping or declining, no upcoming booking after recent activity, frequent cancellations or no-shows, payment recovery, cancellation requests and memberships ending soon or recently ended can all contribute.
Can we change how quickly attendance inactivity is flagged?
Yes. An authorised user can set the organisation’s participation window. This changes attendance and visit signals across every location; the other signal types keep their own timeframes.
Can staff assign and track follow-up?
Yes. With the relevant permission, staff can assign an owner, add notes, set a follow-up date and update the case workflow. Read-only access can also be granted where appropriate.
Is retention included in the core platform?
Yes. The retention workflow is part of the core product. Your monthly software price is based on active members across the organisation.
Show us how your team handles retention today.
Show us how your team currently notices disengagement and follows it up. We will walk through the live workflow using that process.
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